Features

‘Passion’ travel brand courts telcos

‘Passion’ travel brand courts telcos

Written by on October 29, 2014 in Features with 0 Comments

Meeting Rory Kenny from TripAdvisor is an enlightening experience. His role as Director is to establish and nurture mobile partnerships and affiliates for TripAdvisor in Europe, Middle East and Africa. That responsibility alone makes him unique, but his views on how mobile operators and digital service providers should work together should be the basis for […]

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What countries have the best customer service?

What countries have the best customer service?

Written by on September 2, 2014 in Features with 0 Comments

Last March, Bloomberg reported the number of jobs reached a record pre-recession peak at 116.1 million, even surpassing the U.S.Labor Department’s projections. The economy seemed to be picking up however gradually. Around the same time, a tiny blip in the economic radar escaped the attention of much of the big business media. The American Customer Satisfaction […]

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Customer Experience: The New Economic Imperative

Written by on September 1, 2014 in Features with 0 Comments

Has customer experience become the new economic imperative? Tony Poulos discusses this intriguing thought at the Genesys G-Force 2014 event in Melbourne with Brady Jacobsen (General Manager, Customer Sales and Service at Australia Post), Tyler Pichach (Senior Director of Telephony Strategy and Deployment at CIBC, Canada) and Ms Schneh Ying Wan (Chief Operating Officer, Home Credit China).

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Rachel Botsman on the Collaborative Economy

Written by on August 29, 2014 in Features with 0 Comments

Rachel Botsman, global thought leader, speaking at Genesys G-Force 2014 in Melbourne, Australia takes a close look the ‘sharing’ or ‘collaborative economy,’ how it works and its impact on the the real economy. This is definitely worth viewing!

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Moving customer experience ‘up the stack’

Moving customer experience ‘up the stack’

Written by on March 6, 2014 in BillingViews, Features with 0 Comments

Peter Bithos, Chief Operating Officer at Globe Telecom explains how his company is focussing on customer experience by placing it at the core of everything Globe does. It is vital for the success of any telco today but is very, very hard to achieve. In this interview with Tony Poulos, Bithos explains how the speed […]

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Back to the Future: what the Digital Back-Office must deliver

Back to the Future: what the Digital Back-Office must deliver

Written by on December 2, 2013 in BillingViews, Features with 0 Comments

The digital landscape will evolve over the coming years with significant implications for service provider IT. What strategies are major service providers pursuing in terms of centralisation, virtualized services and cloud? What are the key business models and digital services to watch and what will these services demand from IT? Where must the industry collaborate […]

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Ian Sparkes from Swisscom on real-time charging

Ian Sparkes from Swisscom on real-time charging

Written by on October 28, 2013 in BillingViews, Features with 0 Comments

Ian Sparkes is Swisscom’s architect for real-time charging. He shares his company’s experiences installing a strategic real-time charging platform starting with addressing the pain points, like bill shock, and how they plan to manage the data explosion. Ian is clear that customer self-care is part of real-time charging and he explains why.

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Jim Morrish from Machina Research talks M2M

Jim Morrish from Machina Research talks M2M

Written by on October 23, 2013 in BillingViews, Features with 0 Comments

Telcos are having to reach outside their traditional markets for growth. M2M is an option. It typically doesn’t use a lot of data but it involves a lot of new relationships and this could be a challenge for some operators. Here what else Jim and Machina foresee.

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IDC’s Mark Winther talks data monetization

IDC’s Mark Winther talks data monetization

Written by on October 21, 2013 in BillingViews, Features with 0 Comments

Monetizing data is a real challenge. Operators are starting to get more sophisticated marketing refined products. Tiered data plans are great for customers and operators but bring their own set of problems to administer. Real-time, ad hoc offers are coming.

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Social network becomes MVNO

Social network becomes MVNO

Written by on October 17, 2013 in BillingViews, Features with 0 Comments

Whilst most mobile network operators might aspire to become as popular as social networking sites, the exact opposite has happened in Spain. The country’s most popular social site, tuenti, became an MVNO  and has never looked back. Steve James, head of marketing at tuenti movil tells us how this came about.

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